Netflix is one of the world's leading entertainment services, with over 300 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.
|ROLE
N-Tech: Technology Experience Specialists (TES) use their technical knowledge and experience to provide technology support to users, converting information and learning from interactions to prioritize, actionable understandings of the holistic user experience. As a Support Specialist, you play a critical role in supporting Netflix staff and their engagement with technology by examining user friction and gathering relevant information. This begins the process of working with partner teams to improve the overall technology experience and permanently resolve recurring issues.
Your primary areas of focus will be Media Pipeline and Title Launch and Management (TLM) with work spanning both internal stakeholders and external partners, including external-facing applications such as Content Hub and Backlot, along with other internal tools that power Media Pipeline and TLM workflows. While deep expertise in every application is not required, familiarity with studio operations, media workflows, post-production terminology, vendor ecosystems and transfer protocols, like Aspera Connect, is a strong advantage. Curiosity, clear communication, and a strong understanding of industry and software trends are key. In some cases, that may mean engaging with tools or partners outside the Netflix ecosystem.
| RESPONSIBILITIES
Serve as the first line of support for users seeking technical assistance
Responsible for learning how users experience technology through investigation, documentation, and categorization of interactions with a focus on trends and contact reasoning
Prioritize managing technical issues, triage/research bugs, be a part of incident/outage management workflows, escalate issues to appropriate partner groups, and develop/sustain robust documentation to create a positive knowledge base experience
Recognize and connect patterns in how users experience technology across 1st and 3rd party technologies by composing bug reports when needed
Recommend and/or implement experience improvements, make feature requests, bring to attention opportunities to create self-service solutions, as well as productivity enhancements
Identify and link Zendesk tickets that show a pattern of behaviour/user friction, curate the stories of the patterns, and maintain the health of the User Experience Jira space
Ensure that our users interact with us at the highest quality technical support partnership while engaging in our organization's strategy to learn from user experience
Actively participate and contribute to efforts designed to improve how users experience both technology and support at/or working with Netflix
Engage and work with our global team as part of an overall user journey experience team, gathering important information, data, and context to bridge the user experience and partner teams, using compassionate and thoughtful feedback/ideas
Work to ensure Netflix’s commitment to fostering an inclusive environment is demonstrated in every facet of our efforts
Create an inspiring, empowering, collaborative, and supportive team environment, leading by example and flexing to roll up your sleeves and support the team as needed
Flexibility in working hours to help meet the needs of the business
| SKILLS & EXPERIENCE
Post-Production industry experience is a must (incl. post, distribution, terminology, workflows, etc.)
Knowledge and experience with content creation processes, on-set production, and post-production services is a must
Critical thinking skills to troubleshoot, research, and diagnose complicated technical issues by utilizing available systems and tools
Robust documentation mindset, translating the information into knowledge-base articles and/or user stories
Able to proactively seek out opportunities to improve our user experiences and deliver cohesive ideas around innovative support strategies and application design considerations
Strong communication skills with demonstrated ability to engage with users through various ingestion points and communication platforms; including the ability for direct (virtual) interaction with stakeholders as part of your investigation around a particular technology friction and the user experience
Consistently developing your skill set while seeking out opportunities to learn
Collaborative through listening, seeking to understand, and supporting
Familiarity with production and post-production software (e.g. Avid Media Composer, Adobe
Premiere, Colorfront OSD & Transkoder, and Aspera).
Post-Production knowledge of CODECs, DCP, and IMF creation preferred.
Understanding of JSON, XML, CSV, MHL and other commonly used data formats.
Fluency in English (business level)
| REQUIREMENTS
ITExperience supporting Cloud and SaaS Applications and SSO: G-Suite including Gmail, Calendaring, Drive, Docs, Sites, and Groups
In-depth knowledge of and the ability to perform troubleshooting with multiple operating systems (macOS, Windows, ChromeOS) and various applications, including Microsoft Office and Adobe software, and familiarity with corporate technology (laptops/workstations, video conferencing, streaming devices, etc), including experience with office applications (Zoom, Google Suite, Office, Adobe, etc.)
Solid working knowledge of Apple and Google hardware, including laptops, desktop workstations, and mobile devices
Mobile devices, including Apple iPhone and Google Pixel (Android)
Candidates should be able to travel domestically and within the UCAN region.
Our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The range for this role is $100K - $700K.
Inclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.
We are an equal-opportunity employer and celebrate diversity, recognizing that diversitybuilds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.
Job is open for no less than 7 days and will be removed when the position is filled.
Originally posted on Himalayas
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